SaaS Support Team Lead – AI-Driven Customer Success

NEXIBLE SOLUTIONS SDN. BHD.

Kuala Lumpur

On-site

MYR 70,000 - 120,000

Full time

12 days ago

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Benefits offered by this job

Modern Bangsar South office

Career growth opportunities

Friendly and collaborative culture

Job summary

NEXIBLE SOLUTIONS SDN. BHD. is seeking a Software Support Team Lead to manage our support desk, train clients, and ensure users get the most from our SaaS and AI-powered tools. A customer-first mindset and knack for troubleshooting are essential.

The role focuses on onboarding, proactive customer success, and collaborating with product and engineering teams to enhance the Outperform SaaS platform in a fast-growing Malaysian company located in Bangsar South City, KL.

Qualifications

2–4 years experience in Technical Support, Customer Success, or SaaS roles.
Basic knowledge of HTML, CSS, JS, and willingness to learn AI/cloud tools.
Patient, helpful, and enjoys teaching others.
Strong problem‑solving mindset.

Responsibilities

Manage and lead the support desk, ensuring all client queries (email, phone, chat) are resolved quickly and professionally.
Act as a Customer Success partner by proactively helping clients use the software effectively.
Conduct onboarding and training sessions for new clients.
Troubleshoot technical issues including setup, integrations, and bugs.
Maintain and update CRM/ticketing systems to track all client requests.
Share customer feedback with internal teams to improve AI and CRM features.